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64933
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Message 1 of 4

BT Basic + Broadband application - missing / delayed application forms and misinformation

In line with a number of other posters who have experienced issues when attempting to sign up to BT Basic and Broadband:

https://community.bt.com/t5/The-Lounge/BT-basic-plus-broadband-scamdel/td-p/1846795

https://community.bt.com/t5/Bills-Packages/BT-Basic-application-form/td-p/1889972

https://community.bt.com/t5/Bills-Packages/Re-BT-Basic-application-form/td-p/1929729

... a search brings up numerous others who have experienced problems when trying to sign up to this particular service:

https://www.google.com/search?client=firefox-b-d&biw=1366&bih=666&ei=qWUmXZWvM8uagQaNoJeIAg&q=%22bt+...

As the first OP stated regarding qualifying criteria:

"When someone signs up to bt basic broadband they are doing so because they are on a qualifying benefit and therefore low income"'

Regarding personal issues regarding a BT Basic & BB application that need to be resolved in order to meet an upcoming deadline for transfer from another ISP:

  1. At the beginning of the month BT CS (The specialist team that deals with BT Basic applications) was contacted, details provided and application form supposed to be sent out.
  2. BT CS advised to chase this up if the form has not arrived at the beginning of this week - done so a number of times, and at least one or even two further forms were supposed to be sent out in addition to the first one. None of the application forms has arrived.
  3. BT CS confirmed that BT Basic and broadband is not contract based and billed on a monthly or three monthly basis.
  4. We insisted on a direct transfer to BT Basic without being put on any interim standard package as this appears entirely contradictory to the whole idea of a low cost package (as one of the above posters stated, they were also misinformed and incorrectly billed for £50 pcm rather than £9.95 thus the £50 would equate 5 months of billing on what the BT Basic and BB is supposed to cost).
  5. BT CS' information regarding para. 4) during a number of phone calls in order to chase up the progress of the application was totally inconsistent - ranging between: guaranteeing that BT Basic will be billed on a £9.95 pcm basis from the date of transfer between ISP's (currently with a different ISP) to one would first have to become a 'regular' BT customer before being moved to BT Basic if eligible. As other OP's above have stated this is entirely mocking the idea of a low cost capped internet service for vulnerable customers or as the first OP put it: "what appears to be altruistic gesture then turns out to be a money grabbing exercise cynically aimed at the vulnerable"
  6. Even worse and contradictory to what has been published on a number of websites:
    "Broadband providers that don’t do credit checks: There’s only one major provider out there with a credit-check-free broadband package: BT. Its BT Basic package offers discounted line rental and broadband for anyone on certain benefits, with low income..." (source: https://www.broadbandchoices.co.uk/broadband/bad-credit-broadband) also at https://www.choose.co.uk/guide/broadband-without-a-credit-check.html and https://www.broadbandgenie.co.uk/broadband/no-credit-check, one of the more recent BT CS reps claimed probably to fob off that the application was alledgedly rejected due to bad credit score, followed by the next BT CS rep confirming that the application form is on its way...it could not be more chaotic!

Further to paras 1-6 would one of the mods please advise how to proceed and confirm where on BT.com / BT's T&C it states (contrary to all the other online publications), that the monthly billed BT basic service (i.e. a service not provided on a standard length contract) is supposed to be subject to a credit check (which does not make sense as the product is supposed to be accessible to vulnerable and low income customers without credit checks as stated in the articles quoted above).

So please could the mods please look into this and help how to escalate this to top-management in order for the transfer to still work out on time.

Many thanks!

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Message 2 of 4

Re: BT Basic + Broadband application - missing / delayed application forms and misinformation

Hi @64933 

Welcome to the Community and thanks for your post!

I'm sorry for the problems you've been having recently signing up for BT Basic.  Here is some info about the service...

Due to the delay receiving the application form and the time this is taking we will pick this up and find out what's causing the hold up.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

Community ModeratorRobbieMac
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64933
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Message 3 of 4

Re: BT Basic + Broadband application - missing / delayed application forms and misinformation

Hi Robbie

thanks for your swift response - I will respond to your private message separately.

For the benefit of all eligible (including new) customers, would you or any other mod mind confirming here on the Community forum, if the BT Basic and Broadband service has recently become subject to a credit check, which would evidently disadvantage customers on low income and may potentially discriminate against customers with disabilities under the Equality Act 2010, as it would create an additional threshold for those, especially as the BT Basic and Broadband service was designed to offer an inclusive option for vulnerable and disabled customers as stated in the previously quoted articles:

"Broadband providers that don’t do credit checks: There’s only one major provider out there with a credit-check-free broadband package: BT. Its BT Basic package offers discounted line rental and broadband for anyone on certain benefits, with low income..." (source: https://www.broadbandchoices.co.uk/broadband/bad-credit-broadband)

and here:

"Can I get broadband without a credit check? ... In place of the credit check, BT ask applicants to provide their date of birth and National Insurance number. This is so they can more easily find and check benefits records with the Department for Work and Pensions.

As long as the applicant is found to be in receipt of one of the right benefits, under the right conditions, they should be accepted." (source: https://www.choose.co.uk/guide/broadband-without-a-credit-check.html)

also here:

"Compare broadband deals with no credit check ...Which providers offer broadband without a credit check? - BT Basic is aimed at people on a low income, or anyone who can't get other broadband packages." (source:https://www.broadbandgenie.co.uk/broadband/no-credit-check)

Many thanks


 

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64933
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Message 4 of 4

Re: BT Basic + Broadband application - missing / delayed application forms and misinformation

Given everyone from mods, via BT's credit referral team to executive complaints team have engaged in fob off tactics now and deliberately misrepresented that alledgedly the credit reference agency was responsible for making any adverse decisions, even though:

  1. Credit Reference Agencies (CRA) only provide the data, they are not responsible for any decisionmaking of service providers such as BT or other lenders.
  2. BT's executive complaints team member lied by misrepresenting details of my evidently immaculate credit reference history which BT accessed via the CRA by implying there may have been missed payments in the past and further misrepresentations.

Discriminating against vulnerable customers (some of which are up to 98 years old - as has been reported here: https://community.bt.com/t5/Landline/BT-Basic/td-p/1698584) is disgraceful and a service designed for the most vulnerable on low income which is effectively inaccessible (thus exclusive rather than inclusive) is not fit for purpose. Obviously for vulnerable customers with the protected characteristics of either disability or/and age in receipt of one of the qualifying 5 benefits, this amounts to direct Disability discrimination under the Equality Act 2010.

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